Free Estimates.
This phrase has always intrigued me. Frequently seen adorning the side of labourer's vans: Free Estimates.
Is this really a unique selling point?
To be honest, if the best you can do is only "estimate" the price, and you're the professional, then surely I shouldn't be expected to pay for that?
Is there anyone out there who does charge, I wonder?
Tuesday 29 March 2011
Sunday 6 March 2011
Is there Ever an Excuse for Poor Service?
Feedback on yesterday's blog post Trust Games has got me thinking: is there ever a legitimate excuse for poor service?
It intrigues me that more than one person (on and offline) has defended Tesco's "security led" approach, claiming it "makes sense" that they protect their store and their goods on offer from petty thieves and serial shoplifters. I don't deny that it does make sense.
My customer "experience", as one of the many millions of law abiding, big spending Tesco customers, however is continually tainted by this security led approach. The first person who greets me, for instance, in the Tesco store is the security guard.
It is possible, however, to run a major retail business with multiple lines and stock with good street value without making the customer feel like they are entering some sort of homogenous police state. Ask Marks & Spencer: they've been managing it for years. Anyone noticed Morrisons' security team? I haven't. How about Asda? Nope.
They are there in all three cases, but they are not "present" as part of the customer's retail experience.
So, back to my original questions - is there ever an excuse for poor quality service? Does the old trio of "Quality, Price, Service: Choose Two" still ring true? Or can we have all three?
I believe we can, and without much extra effort or cost. So how could Tesco improve?
Well, the changing rooms are easy: Pop a person on clothing to man the changing rooms - it's what all the other fashion retailers do.
The automated tills are easy too: weigh the customer's bag before they start packing. That way they are not trying to juggle car keys and their shopping at a set of tills that have clearly been designed by men who also haven't sussed that women carry handbags (that's a story for another day).
The CD cases, again, I think are easy: HMV seem to manage with a simple, unobtrusive, stick on alarmed bar code sticker.
So when it comes to quality, service and price, I want all three.
And I don't think security is a valid excuse for not delivering on them.
It intrigues me that more than one person (on and offline) has defended Tesco's "security led" approach, claiming it "makes sense" that they protect their store and their goods on offer from petty thieves and serial shoplifters. I don't deny that it does make sense.
My customer "experience", as one of the many millions of law abiding, big spending Tesco customers, however is continually tainted by this security led approach. The first person who greets me, for instance, in the Tesco store is the security guard.
It is possible, however, to run a major retail business with multiple lines and stock with good street value without making the customer feel like they are entering some sort of homogenous police state. Ask Marks & Spencer: they've been managing it for years. Anyone noticed Morrisons' security team? I haven't. How about Asda? Nope.
They are there in all three cases, but they are not "present" as part of the customer's retail experience.
So, back to my original questions - is there ever an excuse for poor quality service? Does the old trio of "Quality, Price, Service: Choose Two" still ring true? Or can we have all three?
I believe we can, and without much extra effort or cost. So how could Tesco improve?
Well, the changing rooms are easy: Pop a person on clothing to man the changing rooms - it's what all the other fashion retailers do.
The automated tills are easy too: weigh the customer's bag before they start packing. That way they are not trying to juggle car keys and their shopping at a set of tills that have clearly been designed by men who also haven't sussed that women carry handbags (that's a story for another day).
The CD cases, again, I think are easy: HMV seem to manage with a simple, unobtrusive, stick on alarmed bar code sticker.
So when it comes to quality, service and price, I want all three.
And I don't think security is a valid excuse for not delivering on them.
Saturday 5 March 2011
Trust Games
I'm going to pick on Tesco. I know it might be an easy target.
Not unlike many British people, I spend a lot of money in Tesco. In fact, taking groceries, petrol and clothing all into consideration, my average monthly spend probably hovers in the region of £500 (or, for arguments sake lets call it £6000 per annum).
Now, if I was spending six grand on a business purchase, I'd have certain expectations. I'd expect quality. I'd expect good service. I'd expect there to be a level of trust between me and the supplier.
Tesco seems to take a different approach.
Want to try on clothes? You need to ring for an assistant to unlock the changing room first.
Want to go through the self service checkout? God forbid you have anything in your own canvas shopper apart from fresh air.
Want to buy a £3 DVD? Make sure it gets taken out of its security box at the checkout first.
Perhaps I'm missing something, but if you spent £500 a month with your local Prada store (not that £500 would go terribly further than a couple of pairs of shoes and maybe a scarf), they'd be serving you with champers upon your arrival every month, and waiting on you hand and foot.
So. Every little helps? I'm not so sure.
Very little helps. Perhaps.
Not unlike many British people, I spend a lot of money in Tesco. In fact, taking groceries, petrol and clothing all into consideration, my average monthly spend probably hovers in the region of £500 (or, for arguments sake lets call it £6000 per annum).
Now, if I was spending six grand on a business purchase, I'd have certain expectations. I'd expect quality. I'd expect good service. I'd expect there to be a level of trust between me and the supplier.
Tesco seems to take a different approach.
Want to try on clothes? You need to ring for an assistant to unlock the changing room first.
Want to go through the self service checkout? God forbid you have anything in your own canvas shopper apart from fresh air.
Want to buy a £3 DVD? Make sure it gets taken out of its security box at the checkout first.
Perhaps I'm missing something, but if you spent £500 a month with your local Prada store (not that £500 would go terribly further than a couple of pairs of shoes and maybe a scarf), they'd be serving you with champers upon your arrival every month, and waiting on you hand and foot.
So. Every little helps? I'm not so sure.
Very little helps. Perhaps.
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